16-01-2006, 19:25
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#1
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Cable Forum Admin
Join Date: Jun 2003
Posts: 15,139
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ntl Customer Charter
Hi All,
You can find information related to ntl's new customer charter by clicking the link below. ntl want cable forum members and visitors to provide them with feedback and if and where possible ntl may make operational changes based on the feedback received from staff internally and customers from Cable Forum.
Please take time to read it and provide your feedback. Thanks.
http://www.cableforum.co.uk/article/...er-information
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16-01-2006, 19:34
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#2
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Guest
Location: Near Hungerford, West Berkshire
Services: TV: Sky HD, Landline: BT,
Mobile: Orange, Internet: Quite Slow!
Posts: n/a
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Re: ntl Customer Charter
Nice to see UK Call Centres mentioned, but I'd like to see the split of call centre staff for both here (UK) and worldwide.
All very nice wording, glossy brochure etc etc...but seen it all before....
Let hope they keep the promises this time...
How long does it take to speak to someone in a call centre.....94 SECONDS....sorry - I don't believe that!!!
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16-01-2006, 19:57
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#3
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Cable Forum Admin
Join Date: Jun 2003
Posts: 15,139
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Re: ntl Customer Charter
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Originally Posted by lsainsbury
How long does it take to speak to someone in a call centre.....94 SECONDS....sorry - I don't believe that!!!
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ITV recently did a Live Call centre test of some the more popular call centres - When they tried ntl - it was answered within 1 Minute 58 Seconds.
http://www.cableforum.co.uk/board/sh...07&postcount=1
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16-01-2006, 20:29
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#4
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Inactive
Join Date: Jun 2003
Location: Tonbridge
Age: 58
Services: Amazon Prime Video & Netflix. Deregistered from my TV licence.
Posts: 21,960
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Re: ntl Customer Charter
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Originally Posted by lsainsbury
How long does it take to speak to someone in a call centre.....94 SECONDS....sorry - I don't believe that!!!
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Thats one and a half minutes, hardly something to brag about......and while we are on the subject-I can't believe ntl are boasting that it takes over ten minutes to get to speak to tech support!
On the positive side of things, the booklet is nicely designed and contains contact numbers and a section about what happens in cases of non payment.
One thing that is a bit strange about the booklet is how it's entitled 'the big 5' 'quality/value and choice/simplicity etc...' and that's mentioned on the top right of every page.....leading me to expect ntl to run through the 5 topics one after the other.....but they don't seem to, why not? They have made a song and dance about 5 topics and while they waffle on about aspects of their service don't really clearly address each of the big 5.
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16-01-2006, 20:30
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#5
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Inactive
Join Date: Dec 2004
Location: hersham boy,
Age: 50
Services: walking speed BB and tivo
Posts: 656
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Re: ntl Customer Charter
i can not see any thing about things "coming soon" like VOD .
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16-01-2006, 20:32
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#6
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Inactive
Join Date: Mar 2004
Location: Glasgow, Scotland
Services: anything for a new job
Posts: 4,165
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Re: ntl Customer Charter
the ntl pop up for the feedback does not work well with FF.
it is very small and FF1.5 does not resize pop ups, by default.
ik
---------- Post added at 19:32 ---------- Previous post was at 19:31 ----------
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Originally Posted by Ramrod
<snip>.
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agreed
ik
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16-01-2006, 20:39
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#7
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Inactive
Join Date: Jun 2003
Location: Tonbridge
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Re: ntl Customer Charter
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Originally Posted by daz300
i can not see any thing about things "coming soon" like VOD .
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Probably because thats not the purpose of the booklet....
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16-01-2006, 20:57
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#8
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Guest
Location: Sale, Cheshire
Services: 10MB Broadband, DTV, Telephone
Posts: n/a
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Re: ntl Customer Charter
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Originally Posted by Ramrod
Thats one and a half minutes, hardly something to brag about......and while we are on the subject-I can't believe ntl are boasting that it takes over ten minutes to get to speak to tech support!
On the positive side of things, the booklet is nicely designed and contains contact numbers and a section about what happens in cases of non payment.
One thing that is a bit strange about the booklet is how it's entitled 'the big 5' 'quality/value and choice/simplicity etc...' and that's mentioned on the top right of every page.....leading me to expect ntl to run through the 5 topics one after the other.....but they don't seem to, why not? They have made a song and dance about 5 topics and while they waffle on about aspects of their service don't really clearly address each of the big 5.
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To be fair, 1.5 minutes is a lot better than the 20-30 minutes that used to be the norm. The '10 minutes' bit could perhaps do with re-wording - I think they mean the time to answer the query and close the call, rather than the time to answer the phone!
Lots of 'we aim to...' but no mention of any compensation, or such, for missed appointments with no apology/explanation - something which seems to happen quite often from reading this forum.
I'd also like to see some commitment to consistent charging, notified in advance, rather than the 10MB STB upgrade fiasco, where many got/get it free, particularly those who requested it before the official announcement, and many others are expected to pay £50 to replace something which NTL provided. As I (and many others) have said elsewhere, it is a bit rich for NTL to provide reconditioned Pace boxes on the basis that customers are paying for the service and it is up to NTL what equipment they supply to deliver that service, and then try to charge customers for upgrading the supplied equipment when it can't cope.
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16-01-2006, 21:31
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#9
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Inactive
Join Date: Aug 2003
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Posts: 564
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Re: ntl Customer Charter
It looks nice and can only be a positive thing. At least now they know where they are trying to go as a business and have a document to refer to when they forget 
lets hope this new approach will give some results that benefit the people who keep the company going.
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17-01-2006, 00:28
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#10
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Inactive
Join Date: Feb 2004
Posts: 693
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Re: ntl Customer Charter
Seems pretty much as I expected, the main thing thats missing though is a phone number or email address to report network problems on.
That would REALLY Help, Tech support in India just don't seem to cut it for this sort of thing, and to be fair they probably are not trained for it, but NTL could really do with having even an email address that can be used to report peering faults etc.
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17-01-2006, 00:57
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#11
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Inactive
Join Date: Jun 2003
Location: Huthwaite, Nottinghamshire
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Posts: 4,536
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Re: ntl Customer Charter
Things are looking up with NTL working together with CF and asking for feedback to help them further develop the customer experience.
What puzzles me though is that only two methods of written communication with NTL are discussed in the brochure, snail mail and fax. What about email which is part of the service that NTL are selling to us? Is there any reason why they have not listed email as a valid communication method? Perhaps it is because email is the only free method of writing to them and so easy for customers with an internet connection to use and they think that its use would generate too much work for them. My feeling is that if you have a concern and are willing to spend time communicating the facts to NTL then they should listen and respond whether the contact with them is by snail mail, fax or email.
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17-01-2006, 09:58
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#12
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Inactive
Join Date: Jun 2003
Location: Tonbridge
Age: 58
Services: Amazon Prime Video & Netflix. Deregistered from my TV licence.
Posts: 21,960
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Re: ntl Customer Charter
[QUOTE=JohnHorb]To be fair, 1.5 minutes is a lot better than the 20-30 minutes that used to be the norm.[/quote[ Bluddy hell! I can see why they might be pleased, but to the casual observer (me) the times are still poor.....
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The '10 minutes' bit could perhaps do with re-wording - I think they mean the time to answer the query and close the call, rather than the time to answer the phone!
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Def needs re-wording in that case!
I suppose thats the best they can do.....no company pleases everyone all the time.
---------- Post added at 08:58 ---------- Previous post was at 08:56 ----------
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Originally Posted by trebor
It looks nice and can only be a positive thing. At least now they know where they are trying to go as a business and have a document to refer to when they forget
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Thats the point I was making earlier......they set out the title like a document, I was expecting a bullet point style document addressing the 'big 5' and how they are going to live up to them.......and then we get a large dose of waffle.....
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17-01-2006, 11:15
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#13
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Permanently Banned
Join Date: Jun 2003
Location: Nr Carnforth
Age: 50
Services: M6 Keele
Posts: 5,462
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Re: ntl Customer Charter
Would be nice if those pictures where actual ntl customer service rather than actors posing  The odd ntl van about but other than that its all faked 
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17-01-2006, 14:17
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#14
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Inactive
Join Date: Jun 2003
Location: Tonbridge
Age: 58
Services: Amazon Prime Video & Netflix. Deregistered from my TV licence.
Posts: 21,960
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Re: ntl Customer Charter
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Originally Posted by handyman
Would be nice if those pictures where actual ntl customer service rather than actors posing The odd ntl van about but other than that its all faked |
You mean that ntl staff aren't that good looking? I was going to ring cs to see if I could speak to that rather nice brunette.......now I'm gutted! 
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18-01-2006, 19:35
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#15
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Inactive
Join Date: Oct 2005
Services: Sky+ / BT Phone / Plusnet BB
Posts: 39
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Re: ntl Customer Charter
Quote:
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Originally Posted by JohnHorb
To be fair, 1.5 minutes is a lot better than the 20-30 minutes that used to be the norm. The '10 minutes' bit could perhaps do with re-wording - I think they mean the time to answer the query and close the call, rather than the time to answer the phone!
Lots of 'we aim to...' but no mention of any compensation, or such, for missed appointments with no apology/explanation - something which seems to happen quite often from reading this forum.
I'd also like to see some commitment to consistent charging, notified in advance, rather than the 10MB STB upgrade fiasco, where many got/get it free, particularly those who requested it before the official announcement, and many others are expected to pay £50 to replace something which NTL provided. As I (and many others) have said elsewhere, it is a bit rich for NTL to provide reconditioned Pace boxes on the basis that customers are paying for the service and it is up to NTL what equipment they supply to deliver that service, and then try to charge customers for upgrading the supplied equipment when it can't cope.
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There will be forms of compensation but i can not mention them at the mo
You right about charging to upgrade old hardware, Thats not on. Did not know they was doing that
I could say what i realy think but this not topic 4 it
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